Provision of Enterprise Experience Platform

Casey interacts daily with both external customers (residents) and internal employees. Ensuring positive experiences in these interactions and developing insights to continually improve is crucial.

The project is proposing a market engagement to evaluate two approaches:

1. A Unified Customer Experience (CX)/Employee Experience (EX) Platform - one integrated technology solution for both customer and employee experience management.

2. Separate CX and EX Solutions - two distinct best-of-breed systems, one for each that is built specifically for CX and EX.

The scope includes:

- Development of functional and non-functional requirements for CX and EX that can be used to support a market scan and subsequent RFT scope

- Undertaking a desktop-based market scan to identify platform options, capability and solution providers, verified with independent research, eg. Forrester

- Stakeholder engagement and procurement activity to validate the approach and RFT readiness

- Development of an RFT and supporting collateral, submission to the market, evaluation, vendor(s) selection and contract negotiation/signing

- Implementation of the solution with Casey's environment ensuring

• Management and oversight
• Training/coaching
• Integration, data exchange and/or reporting
• Benefits realisation, and
• full transition to operations for IT, Customer & Digital and People & Culture

Out of Scope:

- Development of analytics and/or reports in Casey's Data Enhance (Power BI) platform